Madison CF UK Limited

Financial Ombudsman decision DRN-4580423 Upheld

Upheldoutcome, as published by the Ombudsman

£200redress stated in the decision

Fri Mar 15deadline to accept (not the decision date)

The Ombudsman does not print a decision date. The date above is the deadline the consumer was given to accept or reject the decision, which is set about a month after it was issued. It is reliable to the year, not to the month.

What this decision was about

Unauthorised transaction, Complaint handling

In the Ombudsman’s words

Mrs W has complained Madison CF UK Limited, trading as 118 118 Money won’t refund her for a transaction she didn’t make.Unauthorised transaction

I note 118 118 Money told Mrs W they had 56 days to consider her complaint but as this complaint falls under the PSRs, they only had 15 days to respond. In any case I can see Mrs W complained in March 2023 and wasn’t given a final response until over five months later.Complaint handling

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4580423.pdf on financial-ombudsman.org.uk.

The outcome shown is the Ombudsman’s own published classification, not our reading of the text. Nothing here is legal advice, and a decision concerns only the complaint it was made about.